Simplify ticket replies with intelligent writing and content analysis tools

Simplify ticket replies with intelligent writing and content analysis tools

Introducing a smarter, faster way to handle ticket responses with generative AI-powered capabilities, now available in the ticket detail view. These enhancements are designed to reduce agent effort, improve clarity, and elevate the overall support experience.

Draft better replies with writing assistance

Agents can now refine their responses by using the writing assistance tool to rewrite sentences by adjusting tone, length, or language, directly within the reply editor. Whether it’s making a reply more concise, softening the tone, or translating a closing message, writing assistance helps agents communicate clearly.

For example, when following up on a technical support query, the agent might use a professional tone to explain the troubleshooting steps. However, they can adjust the tone of the closing sentence to be more encouraging and friendly, such as saying, "Feel free to reach out if you need any more help." They can also translate this part into the customer’s regional language to add a personal touch. 


Ensure clarity with content analysis

Agents can analyze the quality and readability of their reply, including spell check, grammar suggestions, readability scores, and complexity alerts. This allows the agents to send responses that are both well drafted and easy to understand.

For example, if an agent is responding to a billing query, the Content Analysis tool can help them identify long or confusing explanations about charges or invoice breakdowns and recommend clearer, concise alternatives. This helps ensure the customer fully understands the response without needing further clarification.

Generative AI services: 

To meet the growing demand for fast, accurate, and personalized support, Zoho Desk offers generative AI services that enhance agent productivity. Businesses can enable either of the services as needed.


Contextual placement of Zia features to support ticket handling

To further support agents in handling tickets more effectively, AI-powered services are strategically placed to promote convenience and discoverability, in ticket detail view display:

Insights

  • Sentiment: Instantly see if a conversation carries a positive, neutral, or negative sentiment to prioritize tickets and respond appropriately.
  • Tone: Understand how the customer is communicating—formal, casual, or otherwise—to match their style for better personalization.
  • Key topics: Direct the discussion by analyzing the user's ticket with the help of key topics. It highlights keywords such as product names and issue types, so agents can get the context before diving into details.
 

Ticket summary 

Ticket summary lets agents quickly get an overview of multi-threaded conversations with bullet-point summaries. Agent can summarize up to 30 conversations at a time and even select the type of conversation to be summarized. 

When Zia is enabled:
  • A summary is generated from the most recent 30 conversations, which by default includes incoming, outgoing, forwarded, public comments, and private comments.  
  • Each conversation should have a minimum of 50 words to generate a summary.
When ChatGPT is enabled:
  • Summary is generated with the most recent 5 conversation.
  • There is no minimum word limit to generate a summary. 

Summarize threads

When a customer reaches out with multiple issues, details, or questions at once, the agent can summarize threads to condense the information, highlight key points, and identify concerns for quick understanding. A thread-level summary ensures that the agent can cover all important points without missing any information. 

For example, if a customer writes in about a recent order delay, a product defect, and a billing issue all in one message, the agent can use the summarize thread to address each concern efficiently.

Reply assistant

Every time a query is raised, the agent can use the Reply Assistant to generate accurate and relevant responses. When Zia is enabled, Desk's reply assistant can make use of information available in the knowledge base to generate accurate responses. If ChatGPT is enabled as the generative AI service, reply assistant makes use of information available in knowledge base and OpenAI to draft accurate response.

Reply assistant even simplifies jargon to ensure that each response is easy to understand. The agent can further regenerate or edit the draft to tweak the tone, length, or language as per required. 


Generate content on demand

For situations beyond support resolutions, like follow-ups or making announcements, agents can use prompts to retrieve information or create custom content as needed. The agents can also adjust the tone, length, and language using the regenerate option. 
For example, an agent can use a prompt like, "Generate an apology email for the inconvenience caused due to the overheating of the phone." The feature then uses information from the knowledge base and open domain to craft content that fits the request.



These features are available in US, IN, AU and EU DCs. For more details, refer to the respective help docs linked alongside the descriptions. 

PM: @Anonymous User 

Regards,
Raveena
User Ed | Zoho Desk




      • Sticky Posts

      • 2024 Email Authentication Standards: Elevating Security with Google and Yahoo

        In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email

      • Using Agent Email Address as From Address

        Currently, while replying to a ticket, it is possible for agents to choose their own email addresses as 'from' addresses. Although we built this just for that little extra flexibility, in hindsight, it hasn't figured much in conventional usage.  Almost all businesses prefer that responses to their customers' tickets be sent from the common support/service email address and NOT from those of individual agents. During personal interactions at events, some of you have even made passing mentions about

      • Edit and Delete options in Comments

        A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-important

      • Webinar 2: Supercharged customer support for growing business

        Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you:  Understand your customers better and their journeys to proactively support and engage them even before they ask for help.  Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer service

      • Customize Colors of your Customer Self Service Portal

        You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme.  Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, Green

        • Recent Topics

        • Ability to Add YouTube Video to Playlist During Publishing

          Hi Zoho Social Team, How are you? While publishing YouTube videos through Zoho Social, we noticed that the platform currently does not allow selecting a playlist at the time of publishing. Instead, we can only add the video to a playlist after it has

        • Introducing Zoho Creator's 2025 Release Projection 2

          Hello Creators! I'm Prakash, from the Creator product management team, and today I'm delighted to unveil our next set of features as part of Release Projection 2 for 2025. With thoughtful analysis and planning, we've curated powerful new capabilities

        • Sharing Form Ownership Among Multiple Users

          I would really like the ability to share form ownership among multiple users. It's frustrating to me that if a co-worker wants to make an edit to a form, I have to transfer ownership to them. It would be great if forms could act like google forms, where multiple people can edit a form and view responses. 

        • Marketer’s Space - Ace Your Spooky-Season Marketing with Pre-designed Templates in Zoho Campaigns

          Hello marketers, Welcome back to another post in Marketer’s Space! We’re in Q4, which means that you have endless opportunities to connect with your audience, starting with Halloween campaigns! In this post, we’ll show you how to design the perfect Halloween

        • Zia expands to China with native features and DeepSeek-powered generative AI features

          Hello everyone, We are glad to support Zia native features and Zia generative AI features for our customers in China. From hereon, all AI-features in Desk will be accessible in China data center with the integration of DeepSeek generative AI model. DeepSeek

        • Email in each module

          We have a contact ,module which then has a link to customer assets which in turn the asset has a multiple link to service visits. When we link assets to customers we choose by name and it brings over the associate email via the lookup. Great feature.

        • Global Search placement in the new UI

          Having a hard time with the global search placement in the UI redesign. Surely I can't be the only one. Previously global search placement was perfect. A bar at the top/center of the page. Exactly where you would expect it to be. Since the new UI has

        • Introducing Skill-Based Ticket Assignment

          The goal of every support team is to provide great support, and to do so as fast as they can. To make this possible, it is important that agents spend their time judiciously, especially when they're dealing with a large number of tickets of varying urgency

        • Kaizen #213 - Workflow APIs - Part 1

          Welcome to another week of Kaizen! If you have ever managed complex business processes, you know that Workflows are the quiet backbone of any well-run business process. They keep things moving; assigning owners, sending alerts, keeping deals on track,

        • Browser and address bar hide

          Hi, How i can do hide the address bar with browser headline when i am working on the sheet, because i am using (freeze panes) which i want visible for full work. For your reference here i am attached the screen shot and marked yellow lines which really

        • Cells Border

          Hi I am using Zoho Sheet on S Tab , is there any option to make all border of any cell at once. I think this is very basic which we are missing. This is available in mobile but not in tab or suggest if i am missing this function. And for Tab can you give

        • Credit Management: #2 Configuring Right Payment Terms for Credit Control

          Think about the last time you ordered something online and saw that little note at the checkout, "Pay on Delivery" or "Pay later". It's simple, but it actually sets the tone. As a business owner, you know exactly when payment is expected. Now, imagine

        • Zobot and Sales IQ

          What will happen to the Zoho Sales IQ being integrated to the website after creating the Zobot on the website too

        • Help Center and SEO: Any Benefit to My Domain-Mapped Website Ranking?

          First of, I love the Help Center which I've just decided to integrate into my website to replace its old-fashioned FAQs. So much more to achieve there now! Lots of new benefits to the site visitors and to me in terms of organizing and delivering all the

        • Support french language options

          Greetings, I want to use Zoho with the french language portal, however the supplied translation is not very good (google translate). There are many basic mistakes on the main most important sections (my requests, submit a request). Is there a way for

        • Automation #7 - Auto-update Email Content to a Ticket

          This is a monthly series where we pick some common use cases that have been either discussed or most asked about in our community and explain how they can be achieved using one of the automation capabilities in Zoho Desk. Email is one of the most commonly

        • filter broke my data

          I uploaded a file recently from Sheets and it has top 2 rows frozen, with table headers in second row and each one is filterable. somehow my first 2 columns became unfiltered and no matter what I do I cannot reapply the filter?? also didn't realize they

        • Introducing the Workflow and Actions APIs for Zoho CRM

          We are absolutely thrilled to announce the release of Workflow APIs and Actions APIs in Zoho CRM’s v8 API suite! This powerful new set of endpoints gives developers unprecedented programmatic control over business automation. For years, Workflow Rules

        • Zoho CRM Analytics - Allow To Reorder Dashboards

          I would like to suggest that you add the ability to reorder dashboards in the Analytics Module. I can see that this has been requested some time ago, the latest 9 years ago. I am not sure if this is a big or small endeavor, but such a small fix can go

        • Zoho Form URL displays incorrect name

          Hi, I have a form I created called "Design Request form". It displays this way everywhere I look. However, in the URL, it shows up as "DesignJobRequestFormFINAL011325PROOFV1B" and I'm not sure why. I can't find where to fix this. Does anyone have any

        • Consumers are talking about your business. Are you listening?👂

          A loyal customer might be praising your product in a forum. A frustrated user could be posting a harsh review on a public site. An excited partner may have left a comment on your campaign. A domain expert might be deconstructing your product. A prospect

        • What counts as a Temp for Billing Purposes in Workerly

          I'm considering trying this product but am not sure how the temp count is used for billing purposes. For example, if we keep a large data base of 500 potential workers.....are we billed for that or only if they are assigned to a client at a given point

        • Form name incorrectly displayed in URL

          Hi, I have a form I created called "Design Request form". It displays this way everywhere I look. However, in the URL, it shows up as "DesignJobRequestFormFINAL011325PROOFV1B" and I'm not sure why. I can't find where to fix this. Does anyone have any

        • I can't receive mail

          Hello, I can't receive e-mail. I no longer receive e-mails to the e-mail I received for ​my site. I also edited the DNS settings, but it doesn't work at all.

        • 1‑to‑1 invite missing post-setup (needs re-invite) vs channel invite auto-joins without business prompt

          1. Zoho Cliq 1‑to‑1 external invite The inviter sent a 1‑to‑1 invite to an invitee who didn’t have a Cliq account. After the invitee completed account setup and created a business/organization, the website redirected them to Cliq, where they opened Cliq

        • 【開催報告】東京 ユーザー交流会 Vol.3 2025/10/17 Zoho サービスの活用促進を外部ツールとの連携で実現！

          ユーザーの皆さま、こんにちは。コミュニティチームの藤澤です。 10月17日(金)に新橋で「東京 ユーザー交流会 Vol.3」を開催しました。ご参加くださったユーザーの皆さま、ありがとうございました！ この投稿では、当日のセッションの様子や使用した資料を紹介しています。残念ながら当日お越しいただけなかった方も、ぜひチェックしてみてください😊 ユーザー活用事例セッション：Zoho Flowと決済システムの連携 あみろくの岡島さんに、Zoho サービスの活用事例として、Zoho Flow を活用した外部サービスとの連携事例をご共有いただきました。

        • received email opens in a new tab every time I log in

          as per the title: since about when I first made my email account, every single time Ive logged in to view my inbox, a new tab opens for an email I viewed once as if restoring a closed session. I thought I just didnt understand the "starting up" settings

        • Engage with your customers at scale using WhatsApp Marketing Template messages

          Hi everyone, To make it easier for organizations to communicate with customers, Desk now allows you to send individual, mass, and bulk WhatsApp template messages from both the Ticket and Contact modules. How is this going to benefit your business? WhatsApp

        • Importation Tickets error

          Hi, I'm newbie here 🤓 So, i'm importing data from csv, but when I try advance to mapping fields the importer tool show this message: Previously I try import, other data, and not show errors in this step. Some ideas? Best Regards,

        • Showing description in timesheet and timelogs.

          I am wondering if it’s possible in version 5 of Zoho People to have the description show by default or with a manipulation on the user’s part. Let me show you what I mean. As you can see this is the view for the users. Now if they want to see the full

        • Workaround: openURL in Blueprints - An alternate approach

          There is a roundabout way to open a URL in blueprints after a save event. By using the 'onBeforeMandatoryFormSave' in Client Script, you can open an external URL. Now, the problem is, this is designed to be run BEFORE the blueprint is saved, not after,

        • MTD SA in the UK

          Hello ID 20106048857 The Inland Revenue have confirmed that this tax account is registered as Cash Basis In Settings>Profile I have set ‘Report Basis’ as “Cash" However, I see on Zoho on Settings>Taxes>Income Tax that the ‘Tax Basis’ is marked ‘Accrual'

        • Migrate file from Single File Upload to Multi File Upload

          Dears, I have created a new field Multi File Upload to replace the old Single File Upload field. I'd like to ask you guys what is the best way to migrate the files to the new field?

        • Open "Live Chat" from a hyperlink?

          Hi, I often write paragraphs and text on our company website, and usually say you can get in touch with us via live chat. Can the chat window be triggered to pop open without clicking the chat graphic in the bottom window, and use it in a hyperlink? ie:

        • Zoho Sites search box

          Is there a Search box that can be added to a Zoho site? It would be for searching within the site only.

        • What stops me from packaging and shipping an order when the inventory is negative?

          It seems if the inventory value is negative, that Zoho Inventory should not allow me to create a Package and Ship it.   But, there seems to be nothing to stop me from doing that other than when I go to physically package the item and realize that there is no stock. There also seems to be nothing on the screen that even indicates to me that I should not package and ship.  To me this is the fundamental point of an inventory system.  Am I doing something wrong?   

        • Conditional formatting based on another field

          Hi I have two fields on my form stage 1 complete and stage 1 deadline.  I am trying to setup conditional formatting so that if stage 1 complete is after stage 1 deadline the record is highlighted in red. I need both stage 1 complete and stage 1 deadline

        • Is there API Doc for Zoho Survey?

          Hi everyone, Is there API doc for Zoho Survey? Currently evaluating a solution - use case to automate survey administration especially for internal use. But after a brief search, I couldn't find API doc for this. So I thought I should ask here. Than

        • Using IMAP configuration for shared email inboxes

          Our customer service team utilizes shared email boxes to allow multiple people to view and handle incoming customer requests. For example, the customer sends an email to info@xxxx.com and multiple people can view it and handle the request. How can I configure

        • The sending IP (136.143.188.15) is listed on spamrl.com as a source of spam.

          Hi, it just two day when i am using zoho mail for my business domain, today i was sending email and found that message "The sending IP (136.143.188.15) is listed on https://spamrl.com as a source of spam" I hope to know how this will affect the delivery

        • Next Page